Retail Operations Assistant

Retail Administrator Asisstant 

To ensure smooth and efficient store operations through effective administrative support, customer service via phone, and accurate management of NHS claims and payments. This role is office-based, with occasional support on the shop floor as needed. Full training will be provided in both optical and hearing services.

Our store

Based in Wilmslow, our store is easy to get to via car, train and bus!

What’s on Offer?

As well as all the support you need and great training and development opportunities, we have a whole load of benefits on offer for you to enjoy. These include:

• Salary - Starting at £12.41
• Friends and Family discount 
• Flexible Hours -  full or part time for the right candidate 
• Mostly Monday-Friday with occasional weekend cover
• Specsavers Perks – our discounted benefits scheme 
• Extra day off for your birthday 
• WeCare – UK confidential employee helpline 
• Outstanding clinical and professional development opportunities 
• Discounted hearing and eyecare benefits 
• Enhanced company sick pay scheme

Role Purpose

To ensure smooth and efficient store operations through effective administrative support, customer service via phone, and accurate management of NHS claims and payments. This role is office-based, with occasional support on the shop floor as needed. Full training will be provided in both optical and hearing services.

Key Responsibilities

Administrative & Operational Support

• Manage daily administrative tasks to support store operations and ensure a seamless and well-organised customer journey.
• Maintain accurate records of appointments, customer interactions, and operational data.
• Coordinate internal communications and support the retail team with scheduling and logistics.
• Monitor and manage stock levels, deliveries, and supplier communications.
• Ensure compliance with company policies and NHS guidelines.

Customer Service (Phone-Based)

• Handle inbound and outbound calls professionally, assisting customers with appointments, product queries, and service updates.
• Provide advice on frame and lens options, hearing devices, and general optical services.
• Resolve customer concerns and queries efficiently, ensuring a positive experience.

NHS Claims & Payments

• Administer NHS optical claims accurately and in line with current regulations.
• Submit and track payments, ensuring timely processing and reconciliation.
• Liaise with NHS bodies and internal teams to resolve discrepancies or queries.
• Maintain up-to-date knowledge of NHS procedures and changes to ensure compliance.

Occasional Shop Floor Support

• Assist with in-store customer service during peak times or staff shortages.
• Support with frame styling, collections, and basic dispensing when required.

Training

• Full training will be provided in optical and hearing services, including product knowledge, customer service standards, and NHS procedures.

Skills & Experience

Essential:

• Strong administrative and organisational skills.
• Experience in customer service, ideally in a retail or healthcare setting.
• Excellent verbal and written communication.
• Proficiency in using computer systems and managing data.
• Attention to detail and ability to work independently.

Desirable:

• Knowledge of NHS optical claims processes.
• Familiarity with optical or audiology products and services.

Behaviours

• Care for Each Other – Supportive and respectful team member.
• Work as One Team – Collaborative and customer-focused.
• Keep It Simple, Get It Done – Efficient and proactive.
• Always Improve Things – Open to feedback and continuous improvement.
• Treat Money Wisely – Responsible and cost-conscious.
• Do the Right Thing – Ethical and goal-oriented.

Find out more

If you have everything we’re looking for and are excited by this opportunity, we’re excited to hear from you. Head to our website to learn more about the role, or even better, apply now.

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